Having recently been exposed to the requirements of IATF16949 - I'm being told that the way I would have complied with this requirement in regards to a customer complaint, does not fulfilled this requirement for AS9100 & ISO9001 is not acceptable any longer.
I would normally review the complain, do the containment, understand what the issue is - if it was an isolate issue, i.e. typo on the release documentation, issue the corrected documentation, check that our process for raising the documentation and generally close out the complaint. At the end of the month, and 6 months do analysis on all customer complaints and see if there were any trends. If a trend was observed I would initiate an "8D / Improvement project" to investigate and resolve the underlying problem. As "8D" will require business resource, it is important that it is seen as "business vital / critical" that the "8D" activity is fully supported and hence resources are made available and all departments buy into the business criticality.
Currently, I'm being told that this approach does not fulfil the requirements of IATF16949 clause 10.2 and that any customer complaint must be classified as a "Major" and subject to a full "8D" investigation. This has led to a situation where we have an "8D" running for a minor issue of a delivery turning up at a wrong address being treated the same as repeated contract review failings - this does not seem right to me.
Can somebody advise me on what is an acceptable way to fulfil this requirement which adds benefit to the business.
I would normally review the complain, do the containment, understand what the issue is - if it was an isolate issue, i.e. typo on the release documentation, issue the corrected documentation, check that our process for raising the documentation and generally close out the complaint. At the end of the month, and 6 months do analysis on all customer complaints and see if there were any trends. If a trend was observed I would initiate an "8D / Improvement project" to investigate and resolve the underlying problem. As "8D" will require business resource, it is important that it is seen as "business vital / critical" that the "8D" activity is fully supported and hence resources are made available and all departments buy into the business criticality.
Currently, I'm being told that this approach does not fulfil the requirements of IATF16949 clause 10.2 and that any customer complaint must be classified as a "Major" and subject to a full "8D" investigation. This has led to a situation where we have an "8D" running for a minor issue of a delivery turning up at a wrong address being treated the same as repeated contract review failings - this does not seem right to me.
Can somebody advise me on what is an acceptable way to fulfil this requirement which adds benefit to the business.